Help Desk Technician

Description

Salary Range: $18.54-$20.60 hourly

Benefits (The Good Stuff)

• Non-Exempt: 2 WKS+ Vacation Paid*
• 12 Paid Holidays
• 12 PTO Paid Days
• Competitive Health Benefits Package
• Wellness Program Reimbursements up to $50/month
• Short Term Disability at NO COST
• Life Insurance & AD&D 2X Annual Salary at NO COST
• Employee Assistance Program
• Retirement Plan UP TO 6% Employer Funding
• Professional Development Opportunities
• Discounted On-Site Early Childhood Care
• Tuition Assistance for Early Education Degree
• Free Monthly Transit Card

*Vacation amounts may vary based on roles, schedules, and years of service

Help us make a difference in our community. United, we are tackling complex issues and turning contributions into real change. We fight for equitable access to quality education, financial security, and the health of everyone in our community. Join our team and join us in the fight for a stronger Miami!

United Way Miami, Inc. is hiring a Help Desk Technician to join our team. As Help Desk Technician at United Way Miami, you will provide technology support to all UW staff, both on campus and at managed sites.

Principal Duties and Responsibilities:

Help Desk Support. Provided desk-side and remote technical support to United Way and managed site staff; diagnosed and troubleshoot issues. Responsibilities include resetting passwords, unlocking user accounts, resolving network connectivity issues, installing peripheral devices, and setting up laptops and other mobile devices. Troubleshoot problem areas in a timely and accurate fashion; escalate issues to the Manage IT Support (MITS) vendor as needed. Conduct the new hire technology overview training and basic application training as needed. Managed the internal help desk ticket system and co-managed the ticket system. Provide excellent customer service by following up with staff to ensure tickets are handled promptly.

1. Inventory Management. Manage equipment inventory for UW, CFE, EHS, and MU, including desktops, mobile devices, and printers/copiers. Assist with upgrade projects and schedule changes to minimize disruptions. Organize equipment maintenance and warranty information. Work directly with vendors to troubleshoot and fix hardware and peripheral devices.
2. Audio Visual Technician. Managed and supported the audio-visual equipment in Ansin and CFE conference rooms. Coordinate equipment maintenance with vendors and the Campus Operations Manager. Train staff on how to use the equipment for all conference rooms on campus. Create user guides to assist presenters with system setup. Assist internal and external presenters with equipment setup as needed.
3. Telecommunications Manager. Responsible for managing user access to our telecommunications system. This includes moves, adds, and changes to user accounts, setting up and managing the auto attendant, call queues, phone sets, and video conferencing protocols. Purchase, configure, and install new equipment. Provide user training and create documentation.
4. Cybersecurity. Assist with creating and scheduling the simulated cybersecurity phishing emails sent to staff. Review the user list for completion, follow up with staff as needed, and provide a quarterly analysis to management.

UWM is an equal opportunity employer and a drug-free workplace. Please visit our Career site homepage to view our EEO statement and Drug-Free policy.

Requirements

Education Requirements: High School diploma or equivalent experience.

Experience Requirements: Prefer at least one year of experience in IT.

Technology Requirement: Experience working with various operating systems, such as Windows 10 and Apple iOS. Intermediate-level Microsoft Office 2019 and Office 365 applications.

Other Essential Knowledge/Skills: Excellent communication and customer service skills required.

Career Growth: We encourage you to grow through formal and informal development programs, coaching, and on-the-job challenges. We want you to ask questions, take chances, and explore the possible.

Apply with confidence! Research indicates that individuals may hesitate if they don't meet every requirement. If you're enthusiastic about a role, apply, even if your experience or education isn't an exact match. You could be the perfect fit for this position or discover other exciting opportunities within our organization. Please note that while some roles may have specific requirements for funding eligibility, we STILL encourage you to explore our job opportunities.